Implementation Specialist

Responsibilities:

Ticket Management & Client Support

Monitors and responds to Included Access tickets within established SLA timeframes

Triages incoming tickets and routes to appropriate team members when necessary

Owns tickets from assignment to closure

Provides detailed documentation and status updates for all ticket activities

Maintains comprehensive ticket logs and resolution tracking

Ensures all direct client and internal communications are professional, accurate, and timely

Follows up on open tickets to ensure timely resolution and client satisfaction

Cross-Functional Issue Management & Escalation

Opens JIRA tickets and other internal tracking systems for issues requiring cross-functional support

Actively follows up on all internal tickets through to resolution, maintaining accountability for outcomes

Drives collaboration across departments for timely issue and ticket resolution

Escalates tickets that are not receiving appropriate action within reasonable timelines to management

Maintains detailed tracking of escalated issues and communicates status updates to relevant stakeholders internally and externally

Identifies tickets requiring client-facing activities, consulting expertise, or larger project planning and moves these tickets to appropriate queues for reassignment to Implementation Consultants or Project Managers

Ensures proper handoff documentation when assigning tickets to other teams or specialists

Monitors reassigned tickets to ensure appropriate progress toward resolution

System Configuration & Technical Support

Performs system configurations using the HUB and other internal tools as assigned

Executes configuration changes based on Implementation Consultant and Project Manager specifications

Creates and manages tasks in project management tools to ensure comprehensive documentation and tracking

Supports technical integrations and data setup activities

Maintains accuracy and attention to detail in all system configuration work

Documents configuration changes and maintains system setup records

Troubleshoots issues and coordinates resolution with appropriate teams

Ensures all configurations meet client requirements and internal standards

Annual Enrollment Benefits Reviews (AEBR) Support

Manages AEBR-related tasks and workflows throughout the annual enrollment cycle

Coordinates AEBR activities with internal stakeholders

Maintains AEBR documentation and tracks completion status

Ensures AEBR deliverables meet quality standards and client expectations

Communicates AEBR status and updates to relevant team members

Identifies and escalates AEBR-related issues that require strategic intervention

Quality Assurance & Testing Support

Conducts peer quality assurance reviews for team members' work products

Performs pre-launch testing activities to ensure system functionality and data accuracy

Documents testing results and identifies issues requiring resolution

Maintains testing protocols and ensures consistent application across implementations

Validates system configurations and data integrity before client launches

Cross-Functional Collaboration & Support

Provides operational support to Implementation Consultants on strategic initiatives

Assists Project Managers with tactical execution activities and deliverable preparation

Coordinates with internal teams to ensure timely completion of client requirements

Serves as a resource for technical questions

Participates in team meetings and provides input on process improvements

Supports knowledge transfer activities and documentation maintenance

Documentation & Knowledge Management

Maintains accurate and comprehensive documentation for all activities

Contributes to knowledge base articles and troubleshooting guides

Ensures all client interactions are properly documented in appropriate systems

Maintains organized records of configurations, changes, and resolutions

Supports training materials development and process standardization efforts

Performance Management & Continuous Improvement

Consistently meets individual and team goals for ticket resolution times and quality metrics

Maintains high accuracy rates in system configurations and client communications

Contributes to team goals for client satisfaction and internal stakeholder satisfaction scores

Identifies opportunities for process improvement and efficiency gains

Participates in process improvement initiatives and implements recommended changes

Stays current with system updates and new functionality

Provides feedback on tools and processes to enhance team effectiveness

Operational Excellence

Manages workload effectively to ensure consistent service delivery across multiple clients

Maintains professional demeanor and service quality during high-volume periods

Follows established processes and procedures while identifying improvement opportunities

Ensures compliance with internal policies and client requirements

Supports training and onboarding of new team members

Participates in team activities and contributes to positive team culture

Demonstrates flexibility and adaptability to changing business needs and priorities

Qualifications:

3+ Years of experience in SAAS client support or technical implementation (healthcare/healthcare tech preferred)

2+ Years hands-on experience with system configuration and client ticketing systems

High School Diploma required (Associate's or Bachelor's degree preferred)

Experience in healthcare and/or employee benefits administration is preferred

Knowledge of benefits enrollment processes and healthcare data management is preferred

Experience working with internal configuration tools and client support platforms

Strong technical aptitude with ability to learn proprietary systems quickly

Experience with quality assurance processes and testing procedures is preferred